If you're experiencing a ‘Major Service Failure', which means you're unable to place or receive updates on orders or faults via your Wholesale Portal access, please call us on 0800 783 5639 and select option 1. We provide 24x7 support.
For general system-related incidents, email us at
firstname.lastname@example.org. Please make sure you include the following in your email:
- Company name
- User name
- Error Message
- How many agents are impacted
- Email address and phone number
- Brief description of the problem you are reporting
If you're unable to place one order or report one fault on a single circuit, please use your usual method of contacting the Service Management Centre (SMC) teams that handle your orders and faults, as detailed in your Customer Service Plan (CSP).